Careers

Customer Engagement Manager

NOA is looking for an experienced Customer Engagement Manager to join our Trading Operations team. In this role you will take end-to-end responsibility for the success of our customer relationships from post-contracting stage, though the onboarding and long-term supply phases.

You will report into NOA Trading’s Head of Operations and, as an early member of the business, you will play a pivotal role in defining our customer success function, and the systems and processes for setting NOA and its customers up for long term successful engagements. The ideal candidate will be a skilled communicator with a passion for serving customers, adept at solving problems, managing complex projects and maturing the customer’s buy in to the NOA mission of being a critical part of each customer’s net zero ambitions.

Responsibilities:

Customer engagement and relationship management

  • Serve as the primary point of contact for customers.
  • Build and maintain strong, long-lasting relationships with key customer stakeholders, ranging from senior executives to operational managers.
  • You’ll spearhead our mission to understand the customer’s nuanced business and business environment and how to break down corporate barriers to streamline our customer engagements and deliver a great customer experience throughout their entire journey with NOA.

Onboarding project management and coordination

  • You will take ultimate responsibility for the successful onboarding of new customers, taking each customer’s nuanced requirements into account.
  • You will project manage and lead the onboarding process, managing timelines, dependencies, resources, and deliverables across various workstreams to ensure a smooth customer experience and achieve operational readiness within our committed timelines.

Contract management and service delivery:

  • Ensure that we meet all our customer obligations and contractual commitments with clear tracking systems and project plans in place to manage risks and to facilitate consistently good service delivery.
  • You’ll be responsible for overseeing our monthly energy allocations and billing processes with customers and managing any exceptions with customer stakeholders, the Network Operator or municipalities, where relevant.

Reporting

  • Maintain accurate records of all account activity, including transaction details, customer communications, and internal coordination.
  • Prepare regular reports on account status, risks, challenges, and opportunities.

Cross-functional collaboration

  • Work closely with sales, trading operations, finance, legal and NOA’s leadership to maintain alignment, set priorities and keep the organisation on track to keep delivering at a high standard.
  • You should know when to lean on our domain experts for support but be enough of a self-starter to design and propose solutions in an answer-first environment.

Documentation and knowledge sharing

  •  You will lead the way in creating a knowledgebase for each new customer and ensure that all our key systems (CRM, trading C billing platforms etc.) are properly configured and updated, and that SOPs are developed and shared with the relevant teams to help scale our operational processes.

Customer Experience

  • Participate in strategic initiatives aimed at improving customer engagement and communication strategies.
  • Act as the voice of the customer within NOA, providing feedback internally to help shape future offerings and improve customer experience.

Account and market analysis

  • Analyse customer consumption and energy allocation data, market trends, and performance metrics to identify opportunities for improvement and develop targeted engagement strategies for each customer.

Upselling and renewals

  • Identify opportunities for account growth and upselling, working closely with the sales and legal teams to maximise the value we can add for each customer.

Required Qualifications, Skills, and Experience:

  • 8+ years of work experience, with extensive experience in a B2B customer relationship management or project management role, ideally managing large corporate accounts in the commercial or industrial sectors.
  • Proven experience with managing complex projects in a leading role.
  • Experience in the energy or renewables space will be advantageous.
  • Excellent communication and interpersonal skills, with the ability to manage relationships and to build rapport with stakeholders at all levels, including senior executives at large organisations.
  • Excellent listening, negotiation, and presentation abilities.
  • Adept at problem-solving and conflict resolution with the ability to navigate corporate structures and bureaucracy.
  • Excellent analytical, strategic thinking and process design skills.
  • Strong attention to detail.
  • Excellent documentation skills.
  • Ability to plan, prioritise and self-organise, and a natural drive to see long duration projects through to the end.
  • Proficiency in CRM systems, project management software and work management tools.
  • Flexibility to thrive in a dynamic, fast-growing business environment.

Work Model

  • In-Office

Remuneration Bracket 

  • Market related with benefits included into CTC

To apply for the role, upload your resume together with a cover letter that highlights your relevant work experience and achievements that make you an ideal fit for the role, and what motivates you to join the NOA mission.

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